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The health and safety of our colleagues and candidates for employment are our highest priority. Accordingly, Citi continues to monitor the COVID-19 situation closely. We have implemented precautionary measures across our firm globally, including conducting all candidate interviews virtually on a temporary basis until further notice where needed.

[CONVERSION TEMP-TO-PERM] - CSS-FRSS Digital Transformation Program Manager

Job Req ID 21387508 Primary Location Tampa, Florida Job Category Business Strategy, Management & Administration
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As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients’ best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology (EO&T) teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do. We keep the bank safe and provide the technical tools our workers need to be successful. We design our digital architecture and ensure our platforms provide a first-class customer experience. Our operations teams manage risk, resources, and program management. We focus on enterprise resiliency and business continuity. We develop, coordinate, and execute strategic operational plans. Essentially, Enterprise Operations & Technology re-engineers client and partner processes to deliver excellence through secure, reliable, and controlled services.

Within EO&T, Citi Shared Services (CSS) is a vital partner to the Corporate Finance and Human Resources organizations. We ensure financial and human resources operations and processes throughout the entire employment life cycle are carried out through the performance of world-class, scalable operations. We also deliver excellence in mission-critical, global products and local services for 84 countries. Furthermore, we manage the governance of the Citi Solutions Center Network, which serves 98,000 employees, supporting Citi’s businesses and operational units. Our diverse profile of products and services touches every Citi employee.

Our strategic priorities, which include enhancing our safety and soundness standards, elevating both leadership and manager capabilities, as well as designing innovative solutions to eliminate pain points, enable us to continually raise the bar. We are implementing cutting-edge digital tools, exploring dynamic reporting capabilities and self-service platforms, and adopting forward compatible behaviors, all while modeling a customer-centric mindset. 90% of the CSS family calls one of our strategic hubs (Budapest, Costa Rica, Manila, Mumbai, and Tampa) home. Each hub offers a unique energy and a myriad of development and engagement opportunities, but the common attribute that cuts across them all is a strong sense of community. We are long-standing champions of diversity, which is consistently reflected in our decisions and actions. Our employees value meritocracy, demonstrate passion for growth and development, and model dignity and respect for all.

Our commitment to diversity includes a workforce that represents the clients we serve globally from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We’ll enable growth and progress together.

Job Summary:

FRSS-Automation and Innovation (A&I) and CSS Power User Utility (PUU) is the execution and delivery arm of Strategy, Execution & Execution (S&E&R) pillar of FRSS. This position will be responsible for development, implementation & support of digital projects spanning across multiple digital tools that include but not limited to Python, Chatbot, Power BI, Knime, Robotic Process Automation (RPA), Xceptor, etc. The resource must have through understanding of developing digital solutions using emerging technology tools/applications, perform unit testing, debugging new code/technologies solutions, performance tuning and optimization of existing code.

The position offers a unique opportunity to work with CSS and Automation & Innovation (A&I) power Users, CSS reporting area leads & stakeholders across product functions and businesses to complete assigned Book of work (BOW). Role requires hands-on technical working knowledge on digital emerging tools with Scrum methodology, Sprint planning and execution. Prior project management and demonstrated expertise in implementing and transformation level programs is required. Project manager requires exemplary communication and negotiation skills in implementing transformation level programs.

Key responsibilities include but not limited to:

  • Act as Program manager for digital programs and continuously ensure their alignment to transformation goals
  • Responsible for establishing Power User Use Cases milestones, monitoring adherence to project scope, requirements and design documents in accordance with technology Playbook.
  • Support the build-out, maintenance & monitoring of the project plan by working with delivery and reporting area product leads (from Use Case Identification through full implementation).
  • Responsible for creation of all the project artifacts as defined in Playbook and Policy document to meet the defined requirements
  • Proactively address issues and risks (Bot Ids entitlements, tool VDIs, tool on-boarding, migration) that could impact project schedule and/or budget
  • Support delivery lead with project governance, preparation of materials to report on program progress
  • Experience in executing projects involving Scrum methodology, tools (JIRA), User stories, Product backlog, Sprint task estimation etc.
  • Orchestrate and drive the successful & timely completion of programs to achieve the business goals, including the identification and resolution of risks and issues which impact program delivery
  • Communicate to all stakeholders and Senior Management on a timely basis and in a clear, succinct manner Manage the complex interaction of multiple contributors
  • Employ program processes, procedures, methods, and standards for program delivery
  • Ensure compliance for consistency and standards with Standards, Platform, and Process Managers
  • Create, publish & maintain weekly and monthly operating reports (MOR) to leadership
  • Design conceptual architecture, technical solutions and lead efforts to develop, test & and implement automation into production
  • Responsible for defining & meeting project/Use cases milestones, monitoring adherence to project scope, requirements and design documents in accordance with GFT guidelines
  • Ensure projects are executed properly per defined SDLC. Define the project scope, goals and deliverables that support business goals in collaboration with the working team (PMs, peers) and stakeholders (GFT, FDT, GPA team)
  • Take responsibility and ownership for project activities including work estimation, planning, stakeholder management and project quality
  • Identify, track, and report metrics associated with all phases of the development and implementation project’s lifecycle. Act as liaison between parallel work-streams, determine and report progress, and escalate concerns to the SLTs.
  • Another key responsibility for this position is to provide level 2 and level 3 troubleshooting support to Emerging Technology and Desktop Solutions in production, to all FRSS globally. In addition, this position will provide extended support during Month & Quarter End for the diverse Finance and risk Shared service Products, when required.
  • Work collaboratively with stakeholders during the system test (SIT) and UAT phases to fix assigned bugs with quality.
  • Have experience collaborating with external, third party vendors, review & approve invoices, SOW creation and management etc.
  • May be responsible for leading the team of Power Users to deliver solutions, their performance feedback, set career goals and provide guidance to help progress their career.


  • Bachelor's Degree or equivalent experience in IT or Finance
  • At least 10 years’ experience in successfully managing complex technology or finance/risk re-engineering projects from conception through rollout and ongoing support; or, must have attained a lead role as Technology, Finance, Risk or PMO head
  • Previous project responsibility and success delivering software application solutions for finance, risk or technology projects with significant budgets
  • Strong external/internal vendor management skills
  • At least 5 years’ experience in program management using a structured methodology to successfully track, plan, monitor and report on concurrent, multiple financial services projects spanning broad geographies and organizations
  • Prior experience reporting to Senior Management (CFO, CTO, Business Head)
  • Must have prior experience working across sectors and across borders
  • Experienced in Technology delivery, Program management, Business strategy, large global delivery governance
  • Prior experience with enterprise program management tools
  • Excellent influencing, facilitation, and partnering skills
  • Strong MS office skills including PowerPoint, Excel and MS Project
  • Balanced blend of analytical skills, problem solving, and strong decision making, time management, reporting and communication skills
  • Strong problem-solving, organizational and follow-up skills and the ability to multi-task effectively
  • Technical proficiencies in MS Word, Excel, and PowerPoint
  • Lean or Six Sigma process improvement experience a plus
  • PMP certification is a plus

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.


Job Family Group:

Business Strategy, Management & Administration


Job Family:

Strategy & Development


Time Type:


Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting


Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

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